Fixed Price Assembly — Quotation Service Level Agreement

This Service Level Agreement (SLA) governs Flatout Home Services’ commitment to provide quotations for fixed-price flatpack furniture assembly jobs not currently listed in the Flatout standard price database. It applies to all quotation requests received from customers across London and Greater London, the Home Counties (Hertfordshire, Essex, Berkshire, Surrey and Kent) and the West Midlands.

This SLA does not cover jobs already priced on the Flatout website. Those are booked directly at the published fixed price with no quotation step required.

Effective date: 19 September 2026

Flatout commits to responding with a fixed-price quotation for flatpack furniture assembly within 2 hours of receiving a valid, complete quotation request during operating hours.

Operating hours: Monday to Sunday, 6:00 am – 10:00 pm

Requests received outside operating hours will be treated as received at 6:00 am on the next operating day.

Note: The 2-hour clock starts only once a complete request has been received — including the item brand and product name, number of items, relevant dimensions or variant, and the full delivery postcode. Incomplete requests will receive an acknowledgement within 15 minutes; the clock starts when the missing information is supplied.

Step 1 — Customer submits a request
Contact Flatout via the online booking form at flatouthomeservices.co.uk/book-your-job-today/, by phone on 020 3538 2972 (Mon–Sun, 6:00 am–10:00 pm), or by email. The request must include: full item description (brand and product name), number of items and dimensions or variant, full delivery postcode, and preferred assembly date.

Step 2 — Flatout acknowledges receipt
An acknowledgement is sent within 15 minutes during operating hours, confirming a quote is being prepared.

Step 3 — Flatout issues the quote
All quotes are issued by email only — verbal prices given by phone are indicative only and do not constitute a binding quotation. The fixed-price quote is delivered within 2 hours and will state: a single all-inclusive price (inc. VAT), exactly what is and is not covered, the quote reference number, and the expiry date.

Step 4 — Customer accepts or declines
Accept by booking via the link in the quote email or by calling 020 3538 2972. No payment is taken until booking is confirmed.

All quotes are valid for 7 calendar days from the date of issue. After this period the quote expires and a new request may be required.

A quote is accepted when the customer completes a booking confirmation. Flatout will hold the quoted price for the chosen date provided the booking is completed before the quote expires and the scope of work has not changed.

If requirements change after a quote is issued (different item, additional units, change of address), Flatout reserves the right to issue a revised quote. The 2-hour SLA applies to the revised quote from the point the changed details are received.

Job mismatch on the day: If the assembler arrives and finds the item(s) differ materially from what was described — different product, significantly different dimensions, or a greater number of items — Flatout may issue a revised quote on the spot. The customer may accept or cancel without charge. No revised price applies without the customer’s explicit agreement before work begins.

All Flatout quotations are fixed-price and all-inclusive. No call-out charges, no hourly rates, no hidden extras.

What is included:

• Labour for assembly of the specified items
• All standard fixings and tools
• Removal of flatpack packaging to the nearest bin store or wheelie bin on the property (where accessible)
• One free return visit if a fault directly attributable to assembly workmanship is reported within 30 days — this does not cover faults caused by damaged, missing, or incorrect parts supplied by the manufacturer or customer, or damage caused after the assembler has left

VAT: Prices for private customers include VAT at the current UK standard rate (20%). Prices for business customers are shown excluding VAT, with VAT added. Every quote shows the VAT amount separately.

Fuel and travel surcharges: No surcharges apply within the standard Flatout coverage area (London and Greater London, the Home Counties (Hertfordshire, Essex, Berkshire, Surrey and Kent) and the West Midlands). Quotes for locations outside this area will state any applicable travel cost explicitly.

Congestion Charge Zone: Jobs within the London Congestion Charge Zone carry a fixed surcharge of £18.00 (standard) or £60.00 (same-day booking). This is stated in the quote and included in the all-inclusive fixed price — no further charge is made on the day.

The following are not covered unless explicitly stated in writing:

• Electrical, plumbing, or gas connections
• Wall mounting, drilling, or fixings into walls, ceilings, or floors
• Removal or disposal of existing furniture (see our Disassembly & Removal service)
• Items that arrive damaged, incomplete, or missing parts — Flatout will notify the customer and advise on next steps
• Items requiring specialist tools not carried as standard
• Assembly on upper floors with no lift access where item weight exceeds safe manual-handling limits
• Jobs where access restrictions prevent the assembler reaching the delivery location

SLA limitation: The 2-hour response commitment is a service target, not a contractual guarantee. Flatout will not be liable for losses from a delayed response. Where the window cannot be met, Flatout will notify the customer as soon as possible with a revised time.

Declined requests: Where Flatout is unable to quote, the customer will be notified within the same 2-hour window with a brief reason where possible.

To allow Flatout to meet the 2-hour commitment, customers must:

1. Provide complete and accurate information at the point of request (see §3, Step 1)
2. Respond promptly to any request for clarification — delays caused by the customer do not count against Flatout’s response window
3. Ensure the delivery address is within Flatout’s coverage area before submitting a request
4. Not request assembly of items not yet purchased or not yet scheduled for delivery — quotes are issued on the basis the item will be available on the agreed job date

Flatout reserves the right to decline to quote for any job outside its standard service scope.

If Flatout misses the 2-hour window or you’re unhappy with any part of the quotation process, we want to hear from you. The steps below are here to make sure every concern gets a proper response — not to create barriers.

Step 1 — Just get in touch: Call 020 3538 2972 or reply to your quote email. Please have your quote reference number handy. Most concerns are sorted straight away.

Step 2 — Put it in writing: If Step 1 doesn’t resolve things, email us with the subject line “Complaint — [your quote reference]”. We’ll acknowledge within 1 business day and respond fully within 5 business days.

Step 3 — Final review: If you remain dissatisfied, email us marked “Final Review” and a senior member of the Flatout team will personally respond within 3 business days.

Contact: Flatout Home Services · 020 3538 2972 · Mon–Sun, 6:00 am–10:00 pm · flatouthomeservices.co.uk

This SLA is reviewed annually. Flatout Home Services reserves the right to update its terms; customers will be notified of any material changes before they take effect.